Bank accounts: Best banks for customer satisfaction

How bank account providers score for customer service

We ask bank account customers to rate how satisfied they are with their current account provider, the table below reveals the best and the worst banks for customer service. To find out which bank accounts are Which? Recommended Providers see our tables.

We also compare the best bank accounts if you stay in credit and the best bank accounts for authorised overdrafts

Customer satisfaction for banking
ProviderCustomer serviceClarity of statementsDealing with queries and complaintsService in branchTelephone serviceInternet serviceCustomer Score
First Directn/a82%
Norwich & Peterborough BSn/a82%
Coventry Building Societyn/a76%
Metro Bankn/a73%
Citibank70%
Nationwide69%
TSB Bank68%
Marks and Spencer Bankn/an/an/a66%
Virgin Moneyn/an/a65%
Tesco Bankn/an/a65%
Yorkshire Bank64%
Smilen/an/a64%
Bank of Ireland64%
Co-operative Bank63%
Halifax62%
Santander62%
Lloyds Bank59%
HSBC58%
Post Officen/an/a58%
Bank of Scotland57%
Danske Bankn/a57%
NatWest57%
Barclays Bank57%
Clydesdale Bank56%
Cahootn/an/an/a55%
First Trust Bankn/an/a53%
Royal Bank of Scotland52%
Intelligent Financen/a52%
Ulster Bankn/a49%
Average Customer Satisfaction Scoren/an/an/an/an/an/a62%

Table notes:
n/a = sample size too small
Average overall customer satisfaction score is 62%
Sample sizes: First Direct (340), N&P (52), Coventry BS (58), Metro Bank (64), Citibank (105), Nationwide (434), TSB Bank (326), M&S Bank (60), Virgin Money (51), Tesco Bank (61), Yorkshire Bank (188), Smile (94), Bank of Ireland (61), Co-operative Bank (323), Halifax (437), Santander (454), Lloyds Bank (440), HSBC (438), Post Office (59), Bank of Scotland (196), Danske Bank (57), NatWest (434), Barclays (444), Clydesdale Bank (188), Cahoot (50), First Trust Bank (39), Royal Bank of Scotland (318), Intelligent Finance (51), Ulster Bank (50). Total sample size: 5,939

Coventry Building Society no longer offers its First Current Account to new customers. No changes for existing First Current Account customers.

Our research

Customer scores are based on a survey of an online panel of respondents from the general public, who were invited to take part in the bank account customer satisfaction survey - during January 2016. The final sample size was 5,939.

Overall customer scores are worked out using a combination of overall satisfaction and how likely the respondents are to recommend their bank to a friend. Companies need at least 30 responses to be given a rating.

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Which? Limited (registered in England and Wales number 00677665) is an Introducer Appointed Representative of Which? Financial Services Limited (registered in England and Wales number 07239342). Which? Financial Services Limited is authorised and regulated by the Financial Conduct Authority (FRN 527029). Which? Mortgage Advisers and Which? Money Compare are trading names of Which? Financial Services Limited. Registered office: 2 Marylebone Road, London NW1 4DF.